Guest Experience Director

Red Sea Global Hospitality; Saudi Arabia; On-site; SAR 60,000 - 100,000; Full time

Job summary

An established industry player in luxury hospitality is seeking a Guest Experience Director to elevate guest satisfaction and loyalty. This pivotal role involves leading guest service operations, developing innovative strategies, and fostering a culture of excellence within the team. As part of a forward-thinking organization, you will collaborate across departments to ensure a seamless and personalized guest experience. With a commitment to operational brilliance and sustainable practices, this position offers a unique opportunity to shape the future of hospitality while enjoying a competitive compensation package and exclusive perks.

Benefits

Health Insurance

Employee Recognition Programs

Daily Meals on Duty

Uniform Dry-Cleaning Services

Year-Round Social Events

Wellness Programs

Charity Drives

Sports Activities

Exclusive Perks and Benefits

Complimentary Nights

Qualifications

• 8-10 years of experience in guest services or hospitality operations.
• Strong leadership skills with the ability to inspire teams.

Responsibilities

• Oversee and enhance all aspects of the guest journey.
• Lead the development and execution of guest experience strategies.

Skills

Guest Services Management

Leadership

Complaint Resolution

Service Excellence Programs

Analytical Skills

Interpersonal Communication

Guest Experience Technologies

Operational Efficiency

Education

Bachelor's degree in Hospitality Management

Master's degree in Hospitality Management

Tools

CRM Systems

Mobile Apps

Online Booking Engines

Job description

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Guest Experience Director

Department: Rooms

Reporting to: General Manager

About Us

Welcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to delivering exceptional guest experiences and creating an extraordinary work environment for our team members. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaborationvalues that guide us in our pursuit of operational brilliance, innovative guest service, and sustainable practices. Joining us means you will be part of a forward-thinking, pioneering organization, shaping the future of luxury hospitality, and contributing to the elevation of the Red Sea Global brand.

The Role

As the Guest Experience Director, you will be responsible for overseeing and enhancing all aspects of the guest journey, ensuring an exceptional, seamless, and personalized experience from arrival to departure. You will lead the development and execution of guest experience strategies, manage guest feedback, and ensure that the resort or hotel consistently delivers high-quality service that aligns with Red Sea Global's luxury standards. This role involves driving a culture of excellence in guest service, training team members, and collaborating with other departments to ensure the highest standards of guest satisfaction and loyalty.

Key Areas of Responsibilities

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As Guest Experience Director, you will need to:

Lead the development and execution of the resort or hotel's guest experience strategy, ensuring that the entire guest journey is exceptional and personalized.

Oversee guest services operations, including the Front Office, Concierge, Guest Relations, and VIP services, ensuring consistent, high-quality service.

Manage the guest feedback and complaints process, ensuring that issues are addressed promptly and efficiently while working to resolve recurring problems.

Analyze guest feedback from multiple channels, including surveys, reviews, and social media, and develop actionable insights to improve guest satisfaction and loyalty.

Work closely with other department heads (Housekeeping, Food and Beverage, Engineering, etc.) to ensure all departments are aligned in delivering exceptional guest experiences.

Foster a culture of service excellence throughout the team by providing continuous training, mentoring, and performance reviews to ensure all team members meet and exceed service standards.

Create and implement guest experience initiatives that enhance guest satisfaction, encourage repeat visits, and drive positive word-of-mouth.

Collaborate with the Sales and Marketing teams to promote special packages, experiences, and services that align with the needs and expectations of target guest segments.

Manage the concierge team to provide guests with personalized recommendations and services, from excursions and transportation to special events and dining experiences.

Ensure that all guest-facing operations are aligned with brand standards, local laws, and health and safety regulations.

Lead the implementation of innovative technologies and systems to enhance the guest experience, including mobile check-ins, personalization tools, and real-time guest communications.

Oversee the planning and execution of VIP guest services, ensuring a high level of personalized attention to high-net-worth individuals and regular guests.

Develop and manage the guest experience budget, ensuring resource allocation is optimized to maintain exceptional service delivery.

Monitor competitor offerings and trends in guest experience to ensure that Red Sea Global stays ahead of industry best practices.

Key Qualifications

Education and Professional Background:

Bachelor's degree in Hospitality Management, Business Administration, or a related field.

A minimum of 8-10 years of experience in guest services or hospitality operations, with at least 5 years in a senior leadership position.

Core Skills and Competencies

Extensive experience in guest services or operations management within luxury hospitality.

Strong leadership and people management skills, with the ability to inspire, motivate, and lead teams to achieve exceptional guest service standards.

In-depth knowledge of guest experience management, including complaint resolution, service recovery, and loyalty programs.

Proven ability to develop and implement service excellence programs and initiatives that drive guest satisfaction and loyalty.

Exceptional interpersonal and communication skills, with the ability to engage guests and team members effectively.

Ability to manage guest expectations, resolve conflicts, and handle high-pressure situations with professionalism and tact.

Strong analytical skills with experience in tracking and reporting on guest feedback, metrics, and KPIs.

Experience with guest experience technologies, CRM systems, and digital platforms (e.g., mobile apps, online booking engines).

Ability to think creatively and strategically to improve guest experiences and operational efficiency.

A passion for delivering exceptional hospitality, with a guest-first mindset.

Strong organizational skills and attention to detail.

Preferred Qualifications

Master's degree in Hospitality Management, Business Administration, or a related field.

Previous experience working with luxury hospitality brands or resorts.

Certification in Guest Service Excellence or other relevant professional certifications.

Multilingual proficiency, particularly in Arabic and English, to better engage with international guests.

Experience in implementing technology-driven solutions for guest service enhancement.

Key Performance Metrics

Guest Satisfaction: Achieve consistently high guest satisfaction scores across various platforms (e.g., surveys, reviews, social media).

Service Excellence: Measurable improvements in guest satisfaction metrics, including response time, resolution of guest complaints, and overall guest experience ratings.

Guest Loyalty: Increase in repeat guest bookings and positive guest feedback, indicating strong loyalty and brand advocacy.

Operational Efficiency: Effective management of guest-facing operations and team performance to meet or exceed service delivery goals.

Team Development: High levels of team member engagement, training completion, and adherence to guest service standards.

Guest Experience Innovation: Successful introduction of new initiatives or technologies that enhance the guest experience and operational efficiency.

Revenue Impact: Positive influence on ancillary revenue streams through special services, packages, and personalized guest offerings.

In Return, What We Offer

Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.

Competitive compensation package.

Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.

Health Insurance coverage whilst in service.

A supportive and inclusive work environment that values diversity and collaboration.

Employee Recognition Programmes.

Daily meals on duty and uniform dry-cleaning services.

Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we'll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.